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Introduction The S.A.L.E.S. Observation Checklist lists all of the S.A.L.E.S. process behaviors in the proper order. It clearly describes your expectations of associates when they interact with customers.

Importance of the Observation Checklist One of the fundamental ways to improve selling skills is to observe customer interactions using the Observation Checklist and provide feedback to the associate being observed.

Using the Observation Checklist There are several ways in which the S.A.L.E.S. Observation Checklist can be used:

Associates can use the observation checklist to complete a self-assessment after talking with a customer.

Associates can use the observation checklist to coach one another.

Managers and supervisors should use the observation checklist consistently to provide feedback to associates and complete performance reviews.

Tips for Using the Observation Checklist

Be on the floor to watch and observe associate's interaction with the customer.

Stay focused (not distracted) while doing an observation.

Make detailed notes about what you observe.

When sharing feedback with the associate, describe: What the associate did well.

What behavior was not observed during the observation (if any).

The behavior(s) that can be improved.

Practice

How to Certify

How to Certify

During the National Helpful 101 Certification Event Week, invite all the customers shopping your store that week to participate in a quick survey to help improve your customer service and become Helpful 101 Certified. The survey process begins on Wednesday, August 24 and closes the following Tuesday, August 30. This is about achieving amazing results over an entire week. Keep amazing every customer every day and see how amazing your team can be!

Helpful 101 Survey Tips 1. Testing of the survey can be done by anyone using store 13004 or 13005.

Keep in mind these store numbers can ONLY be used to test the survey and the week of your certification you should use your 5 digit store number.

This URL can be used at a kiosk or on a tablet for multiple survey inputs per day. Surveys need to be received from the in-store URL during store hours or they will be excluded.

If you are doing paper surveys please click here to read these instructions before you start.

3. Wednesday, August 24 is the start date for the certification event week with an end date of the following Tuesday, August 30

4. See the picture here for a survey example. It shows what a customer will see when attempting to complete the survey.

5. Reminder: your store needs to reach a minimum in order to qualify to become certified. (2% of your average weekly transaction from prior year)

6. Reminder: stores need to reach 80% or greater on the Helpful 101 Certification Survey by the end of the Certification Event Week in order to become certified.

7. Stores will be able to track progress on Market Force dashboard during Certification Event Week. Your username will be AST+your 5 digit store number and the default password is ace unless you have previously changed it for another program.

How to Certify

Helpful 101

Helpful 101

You are competing every day in retail - the world’s toughest marketplace. We live in an age where customers can have exactly what they want with one keyword. In an era of ecommerce, data mining, smart phones and drones, Helpful is our weapon in the world. Retailers who have a connection with their customers will continue to thrive, and retailers who don’t listen to their customers may not survive. We’re counting on the fact that there will always be people who want and crave that human interaction, talking to and connecting with a real person, and we need to serve these customers better than our competition.

Ace Helpful Certification focuses on the customer experience in your store and helps you fulfill the Ace brand promise by delivering a customer experience that is consistently better than anywhere else.

Your store can become Helpful 101 Certified by participating in the National Helpful 101 Training Day and holding a customer survey in your store. During the National Certification Event Week starting Wednesday, August 24 you can ask customers shopping your store to provide feedback through a 3 question survey that determines if your store becomes Helpful 101 Certified.

This level of predictable and consistent customer service has resulted in increased sales, increased number of transactions and improved employee engagement for Helpful Certified stores.

More Training

Practice

Practice

Introduction The S.A.L.E.S. Observation Checklist lists all of the S.A.L.E.S. process behaviors in the proper order. It clearly describes your expectations of associates when they interact with customers.

Importance of the Observation Checklist One of the fundamental ways to improve selling skills is to observe customer interactions using the Observation Checklist and provide feedback to the associate being observed.

Using the Observation Checklist There are several ways in which the S.A.L.E.S. Observation Checklist can be used:

Associates can use the observation checklist to complete a self-assessment after talking with a customer.

Associates can use the observation checklist to coach one another.

Managers and supervisors should use the observation checklist consistently to provide feedback to associates and complete performance reviews.

Tips for Using the Observation Checklist

Be on the floor to watch and observe associate's interaction with the customer.

Stay focused (not distracted) while doing an observation.

Make detailed notes about what you observe.

When sharing feedback with the associate, describe: What the associate did well.

What behavior was not observed during the observation (if any).

The behavior(s) that can be improved.

Practice

How to Certify

How to Certify

During the National Helpful 101 Certification Event Week, invite all the customers shopping your store that week to participate in a quick survey to help improve your customer service and become Helpful 101 Certified. The survey process begins on Wednesday, August 24 and closes the following Tuesday, August 30. This is about achieving amazing results over an entire week. Keep amazing every customer every day and see how amazing your team can be!

Helpful 101 Survey Tips 1. Testing of the survey can be done by anyone using store 13004 or 13005.

Keep in mind these store numbers can ONLY be used to test the survey and the week of your certification you should use your 5 digit store number.

This URL can be used at a kiosk or on a tablet for multiple survey inputs per day. Surveys need to be received from the in-store URL during store hours or they will be excluded.

If you are doing paper surveys please click here to read these instructions before you start.

3. Wednesday, August 24 is the start date for the certification event week with an end date of the following Tuesday, August 30

4. See the picture here for a survey example. It shows what a customer will see when attempting to complete the survey.

5. Reminder: your store needs to reach a minimum in order to qualify to become certified. (2% of your average weekly transaction from prior year)

6. Reminder: stores need to reach 80% or greater on the Helpful 101 Certification Survey by the end of the Certification Event Week in order to become certified.

7. Stores will be able to track progress on Market Force dashboard during Certification Event Week. Your username will be AST+your 5 digit store number and the default password is ace unless you have previously changed it for another program.

How to Certify

Helpful 101

Helpful 101

You are competing every day in retail - the world’s toughest marketplace. We live in an age where customers can have exactly what they want with one keyword. In an era of ecommerce, data mining, smart phones and drones, Helpful is our weapon in the world. Retailers who have a connection with their customers will continue to thrive, and retailers who don’t listen to their customers may not survive. We’re counting on the fact that there will always be people who want and crave that human interaction, talking to and connecting with a real person, and we need to serve these customers better than our competition.

Ace Helpful Certification focuses on the customer experience in your store and helps you fulfill the Ace brand promise by delivering a customer experience that is consistently better than anywhere else.

Your store can become Helpful 101 Certified by participating in the National Helpful 101 Training Day and holding a customer survey in your store. During the National Certification Event Week starting Wednesday, August 24 you can ask customers shopping your store to provide feedback through a 3 question survey that determines if your store becomes Helpful 101 Certified.

This level of predictable and consistent customer service has resulted in increased sales, increased number of transactions and improved employee engagement for Helpful Certified stores.

Helpful 101

National Helpful 101 Training Day

You are competing every day in retail - the world’s toughest marketplace. We live in an age where customers can have exactly what they want with one keyword. In an era of ecommerce, data mining, smart phones and drones, Helpful is our weapon in the world. This will help your team own it, live it and deliver it in your store on a consistent basis. Your store can participate in this live, interactive, one hour event to learn more about Ace Helpful and help your store become Helpful 101 Certified. You can join the discussion and submit live questions during this session.

We will focus on:

What does Helpful look like?

How do we treat customers differently than the competition?

What is customer ready?

What are the different customer types? This helps us understand how to interact with each customer

How does the Ace S.A.L.E.S. process work?

How do we help customers leave with everything they need?

Participation in this event will allow your store to become Helpful 101 Certified. You and your associates can participate in this training, practice the Helpful behaviors as a team, and have your customers certify you with a three question survey during the National Helpful Certification Event week starting Wednesday, August 24.

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